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Real-Time Relevance

Customer Analytics in the Contact Center

About this paper

Organizations have more opportunities than ever for direct customer contact – email, blogs, Facebook, etc. – but it is actually getting more difficult to extract value from those conversations. Organizations need to rethink how they approach such concepts as customer value, contact center processes and metrics. In a webinar produced by the AMA, experts from SAS and KANA presented a framework that continuously gathers and embeds new intelligence into customer contact strategies. The process produces more relevant and effective interactions – a win-win for organizations and their valued customers. This paper provides highlights from that webinar.

About SAS

SAS helps 80,000 organisations around the world take their data… And do amazing things… We help organisations turn large amounts of data into knowledge they can use, and we do it better than anyone. It’s no wonder an overwhelming majority of customers continue to use SAS year after year. Find out more, Why SAS?

 

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